Order Support

WHO DELIVERS MY ORDERS? We use a third-party delivery partner to deliver your order, e.g. DPD or Royal Mail. We would use a different courier depending on your order size and the type of delivery you require. You will be notified of the courier in charge of your order within the Order Despatch email

WHO CAN RECEIVE THE ORDER? You must be aged 18 or above to receive the delivery. If you are lucky enough to look under 25 the driver may ask for proof of ID. We reserve the right to cancel your Order if you are unable to provide your ID upon delivery. Please see full Terms of Sale for more information

CAN I CHOOSE A SEPARATE BILLING AND DELIVERY ADDRESS? Yes, a delivery address for your order can be different from your Billing address. However, an Order cannot be delivered to multiple addresses or outside of Mainland UK.

DO YOU DELIVER TO POST OFFICE BOXES? We don’t deliver to Post Office boxes. All deliveries must be made to a person 18 years or older

DO YOU DELIVER AT THE WEEKEND? We deliver on Saturdays but deliveries will not be made on Sundays or UK Bank Holidays.

WHAT IF I’M NOT AT HOME WHEN YOU DELIVER? If we are unable to deliver on a first attempt, you will receive instructions for how to rearrange delivery Please see Terms of Sale or more information.

DO YOU OFFER CLICK & COLLECT? We do not offer a Click & Collect service.

HOW CAN I TRACK MY ORDER? You will receive a despatch email confirmation once your Order has left our warehouse. This email will contain a tracking number which you can use on our courier’s website to track your Order.

FREE ITEMS All free items are subject to availability and are subject to change without notification. All pictures shown are for illustration purposes only.

I NEED HELP WITH MY ORDER / I HAVE A QUESTION THAT IS NOT COVERED HERE, WHAT DO I DO? Please click here to contact our customer service team with your query. We will respond to pending order related queries within one working day, all other queries will be responded to within two working days.

WHAT DOES NEXT DAY DELIVERY MEAN? You must place your Order by 3pm Monday to Friday to receive it the following working day. Orders placed after 3pm on working days or at any time during weekends or UK Bank Holidays, will be processed on the next working day. Please note: Deliveries to remote areas such as the Highlands and certain locations in Wales may take 1-3 days longer than the estimates above. If you pay for Next Day Delivery to a remote area, your delivery is not guaranteed to arrive on your chosen day and may take longer.

WHAT DELIVERY FEES ARE APPLICABLE? Delivery fees may apply depending upon your delivery selection and order value. This is applied and visible during check out.

WHAT DOES STANDARD DELIVERY MEAN? Your Order will typically arrive within 3-5 working days of leaving our warehouse of which you will be notified via the Despatch confirmation email. You will be able to track your order via our courier’s website, using the information provided in the Despatch email.

CAN I ORDER ITEMS TO BE DELIVERED OUTSIDE THE UK?

Unfortunately, we are unable to deliver internationally and can only deliver within Mainland UK. We are unable to deliver to Northern Ireland or Channel Islands

PRODUCT FAQS

HAVE A QUESTION ABOUT A SPECIFIC BRAND, WHERE CAN I FIND ANSWERS? We have loads of information about all of our brands, start exploring on Our Whisky Brands section on the site.

CAN I PREORDER A BOTTLE THAT IS NOT AVAILABLE YET OR RESERVE A BOTTLE TO BUY LATER? All sales are first come first served once the stock is available online. We cannot hold or reserve stock at this time however we continue to assess demand and continuously improve our processes to meet our customer needs.

HOW CAN I PAY? Payment for all Products must be in GBP. Accepted payment methods are Mastercard, Visa, American Express, Maestro Paypal, Google Pay, Shop Pay and Apple Pay.

WHEN WILL I BE CHARGED FOR MY PURCHASE? We will place an authorisation onto your card at time of purchase, however you will not be charged until your order is ready to leave our warehouse. Once the order is picked and packed, we will charge your account and the order will be despatched.

HOW DO I REDEEM A VOUCHER CODE? Please remember to enter your voucher code on the checkout page as you will not be able to redeem the voucher after the purchase is completed. Please read carefully through each voucher’s terms & conditions, which you can find here Only one voucher can be used on each transaction

I’VE NOTICED A MISTAKE! CAN I CHANGE MY ORDER? We understand that sometimes you may need to amend your order and we will do our best to assist you with this. However, our warehouse is quick at despatching orders as soon as they come through so we may not be able to make changes in time. Please contact us here as soon as possible and our Customer Services team will do their best to make the required changes where possible.

HOW DO I RETURN AN ITEM? If you are not satisfied with your product for whatever reason, you may request a return from customer support here within 14 days of receiving your order there may be a charge for this Customer Care will advise of this during initial contact. Customer support will advise of a local drop off point for your return. You will be given a full refund once the returned product is received in the same condition it was shipped in (with the exception of shipping charges.(if applicable).Personalised orders (ie. engraved products) are final sale and cannot be returned or cancelled once the order has been despatched.

HOW CAN I PACKAGE AN ITEM FOR RETURN? Given our products contain glass, we ask that you take special care to ensure the returned goods are packaged safely to withstand return shipment. We therefore advise that you retain the original packaging which is designed to protect the product during transit, alternatively please ensure it is sufficiently protected within a package to return. Unfortunately, we will not be able to refund any items that were damaged in return transit due to poor packaging.

WHAT IS THE STATUS OF MY REFUND? Refunds are processed when the returned product arrives at the warehouse and quality check is complete. You will receive an email confirmation once your return order is refunded. From then, it can take between 5 – 10 working days for refund to appear in your account.

CAN YOU PROCESS THE REFUND TO ALTERNATIVE PAYMENT METHODS? The refund can only be processed to the payment method used for the original purchase.

HOW LONG DO I HAVE TO RETURN THE PRODUCT FOR A REFUND? The product should be returned within 14 days of the request to refund in the same condition it was shipped, in order to complete quality check and refund payment. If the product is not faulty, you will have 14 days from the day you received the product to request a refund.

WHAT IF MY PRODUCT IS FAULTY/INCORRECT/DAMAGED ON DELIVERY? If you find an issue with your product please let our Customer Support Team know as soon as possible. You can contact us here Please note you will need to provide a photograph of the issue and having received proof of incorrect/damaged or defective products we will either refund you or offer you a replacement